Patient Financial Services
Frequently Asked Questions
For additional assistance, visit our Glossary.
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Bills, Payments, and Statements
Payment Plans and Financial Assistance
Insurance
Account Management and Problems
Other
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Who can I contact with questions about my bill?
The Customer Service Representatives at Patient Financial Services are available to help you with your billing and payment questions. You can contact Customer Service via e-mail, by phone, in person, or by sending mail.
To contact Financial Counseling, click here.
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Bills, Payments, and Statements
How do I pay my bill?
You have multiple options to pay your bill:
When will I get my statement?
MetroHealth bills insurance companies or any responsible third parties before sending a final bill to the patient. Once payments have been received from these parties, the balance due on this statement is your portion of the bill and your responsibility to pay.
How can I receive a copy of my itemized charges?
At the patient or guarantor's request, an itemized statement may be provided. Please call Customer Service to request an itemized bill through our automated system.
Why did I receive more than one bill from MetroHealth?
Physician bills represent the cost of the doctor's services. You may have more than one account for your physician bills depending on their specialty. For example, your medical health services are billed on a different account than your dental services. View a sample physician bill.
Hospital bills cover ancillary (non-doctor’s) services such as X-rays, lab work, medication, supplies, and others. You may receive a separate hospital bill with a different account number for each date of service. View a sample hospital bill.
Why did I receive a statement if I have insurance coverage?
You receive a statement if there is a patient balance due, after your insurance processes our claim. The amount you were billed is based on what your insurance communicates to us on an Explanation of Benefits (EOB). Your insurance also mails you an EOB and this document details how your insurance determined financial responsibility.
Contact your insurance directly if you feel your responsibility is inaccurate. The phone number is likely to be on your insurance card or EOB.
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Payment Plans and Financial Assistance
What if I cannot pay my bill in full?
We offer many payment options, including payment plans. Please contact us if you are unable to make payment in full. Making less than a full payment without making prior arrangements may result in the referral of your account to a collection agency.
What type of financial assistance do you offer?
MetroHealth provides certain basic medically necessary hospital services if you are a resident of the State of Ohio and are not enrolled in the Medicaid Program, and your personal or family income is at or below the Federal Poverty Guidelines. In addition. MetroHealth offers discounts on certain medically necessary services to residents of Cuyahoga County if they are at or below 400 percent of the Federal Poverty Level. If you would like additional information on the above programs, please contact the Eligibility Call Center at 216-957-2325.
Who do I contact with questions regarding Medicare coverage?
Please refer to Medicare's Web site or call 1-800-MEDICARE.
How do I request a Financial Assistance Application?
Patients may contact our Eligibility Call Center at 216-957-2325 for a Financial Assistance Application.
How much will the service I am going to have cost?
You may contact ACCESS Services at 402-552-3251 or toll-free at 800-552-8802.
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Insurance
Why am I asked for my insurance information each time I come in for a visit?
By supplying your insurance information at each visit, our Patient Service Representative is verifying our records to ensure the accuracy of insurance billing.
How do I submit changes to my address and insurance information?
Complete the form on the back of your monthly statement and mail it to the address shown. Or, you may contact Customer Service.
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Account Management or Problems
What happens if I overpaid my account?
If there is no outstanding patient liability on your account, we will issue you a refund if you have overpaid.
What is my current balance?
Contact Customer Service staff to check your current balance, ask a question, or request assistance related to billing/payments.
Who do I contact if I believe I have been a victim of fraud or identify theft regarding a hospital or physician bill?
Please contact Customer Service at 216-957-3250 or toll-free 877-509-0597.
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Other
Who do I contact to make or reschedule an appointment?
Contact MetroHealth at 216-778-7800 and choose option 2.
Who do I contact to inquire about test results?
Contact MetroHealth at 216-778-7800 and choose option 2.
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